Senior Lead Customer Support (AI)

TL;DR

Senior Lead Customer Support (AI): Building and owning hirify.global's end-to-end customer support organization for aesthetic practices with an accent on AI-powered self-service, tiered support operations, and cross-functional escalation design. Focus on creating a frontline team, managing SLA accountability, establishing support metrics, and developing a multi-year model for scalable customer service.

Location: Remote, United States

Salary: $127,935–$156,365 per year, plus 0.017%–0.023% equity.

Company

hirify.global is a remote-first company helping aesthetic entrepreneurs build profitable, independent practices without burnout or guesswork.

What you will do

• Own the support organization across Tier 0 AI-powered self-service, Tier 1 frontline support, and Tier 2 subject matter experts.
• Design the escalation model that determines which questions are resolved by AI, frontline support, or internal specialists.
• Establish and monitor Tier 2 SLAs for response time, resolution, and CSAT in partnership with functional managers.
• Hire, train, and lead a new frontline support team using a documented operating playbook.
• Own CSAT, deflection, response time, SLA adherence, and ticket-resolution metrics.
• Develop a multi-year support strategy and serve as the voice of the customer to Product, Engineering, Marketing, and Sales.

Requirements

• Experience building or turning around a customer support organization end-to-end, including its operating model.
• Experience managing AI-assisted support tools such as Intercom/Fin and defining appropriate automation boundaries.
• Experience hiring, training, and managing offshore support teams, ideally including a Tier 1 function.
• Ability to drive SLA compliance and escalation behavior across teams without direct authority.
• Ability to translate support performance into cross-functional metrics such as CSAT, deflection, SLA adherence, and response time.
• Systems-building mindset, autonomy, and comfort working in an early-stage, fast-moving environment.

Culture & Benefits

• Full-time remote work in the United States.
• Full ownership and autonomy in an early-stage company transitioning from startup to scale-up.
• Direct visibility into a strategic company priority and broad cross-functional influence.
• Inclusive workplace built around ownership, generosity, speed, care, simplification, and continuous learning.
• Salary range of $127,935–$156,365 plus equity.